The QualCert International Certificate in Service Quality -Friendliness is a professional qualification that focuses on the importance of friendliness as a cornerstone of excellent customer service. It is designed to help learners develop the skills and behaviours that create positive, lasting impressions in every customer interaction.
In today’s competitive service environment, friendliness is more than just a smile; it is about building genuine connections, showing empathy, and creating a welcoming atmosphere that customers remember. This qualification equips learners with the knowledge and practical techniques to embed friendliness into service delivery, ensuring that organisations stand out for their customer care and professionalism.
A key feature of this programme is that it is assignment based, allowing learners to demonstrate their understanding through practical application rather than traditional examinations. Assignments are designed to reflect real workplace scenarios, enabling participants to apply friendliness principles directly to customer interactions. This ensures that the learning experience is both relevant and impactful, preparing learners to implement improvements in their own roles and organisations.
The course covers essential areas such as the role of friendliness in customer satisfaction, communication skills that foster trust, strategies for creating welcoming environments, and the impact of positive service behaviours on organisational reputation. Learners also explore how friendliness contributes to customer loyalty, repeat business, and long-term success.
This qualification is suitable for customer service professionals, managers, and individuals aspiring to work in service-driven industries. It is also valuable for organisations that want to embed friendliness as part of their service culture, ensuring that every customer feels valued and respected.
Completing the QualCert International Certificate in Service Quality – Friendliness provides learners with more than just theoretical knowledge. It equips them with practical tools to create meaningful customer experiences, strengthen organisational credibility, and deliver service excellence that goes beyond expectations. This makes it an essential qualification for anyone committed to raising service standards and achieving sustainable growth in today’s global marketplace.
Course Contents of QualCert International Certificate in Service Quality -Friendliness:
The QualCert International Certificate in Service Quality -Friendliness course offers 4 Credits, requiring a Total Qualification Time (TQT) of 40 hours, including 20 Guided Learning Hours (GLH). It is designed for efficient and focused skill development in Quality Control (QC).
| Units Ref# | Unit Title | Credit | GLH | TQT |
| QC01079- 1 | Principles of Friendliness in Service Quality | 2 | 10 | 20 |
| QC01079- 2 | Applying Friendliness in Service Delivery | 2 | 10 | 20 |
Entry Requirements for the QualCert International Certificate in Service Quality -Friendliness:
Minimum Age
- Learners must be 18 years of age or older at the time of registration.
- This ensures maturity and readiness to engage with professional-level study.
- Exceptional applicants under 18 may be considered if they can demonstrate relevant workplace experience.
Educational Background
- A minimum of a Level 2 qualification (or equivalent) is recommended.
- Applicants without formal qualifications may still be accepted if they can evidence suitable skills.
- Prior study in customer service, business, or related fields is advantageous but not essential.
Experience
- Previous experience in customer service, administration, or related roles is desirable.
- Learners should demonstrate an interest in service quality, customer engagement, and professional development.
- Workplace exposure to customer-facing or support roles will strengthen applications.
Language Proficiency
- Learners must have sufficient English language skills in reading, writing, speaking, and listening.
- Evidence may include a recognised English language qualification or equivalent workplace experience.
- Proficiency is required to complete assignment-based assessments to the required standard.
Learning Outcomes: QualCert International Certificate in Service Quality -Friendliness
Unit 1: Principles of Friendliness in Service Quality
By the end of this unit, learners will be able to:
- Explain the concept of friendliness and its importance in achieving service quality.
- Analyse how friendliness influences customer trust, satisfaction, and loyalty.
- Identify professional and ethical standards that underpin friendly service delivery.
- Evaluate the role of empathy, respect, and positive communication in customer interactions.
- Apply theoretical principles of friendliness to case studies and workplace scenarios.
Unit 2: Applying Friendliness in Service Delivery
By the end of this unit, learners will be able to:
- Demonstrate practical strategies for embedding friendliness in customer interactions.
- Develop approaches to handling complaints and challenges with a friendly and professional attitude.
- Assess organisational policies and procedures for their effectiveness in supporting friendly service.
- Implement friendliness-driven practices that enhance customer experience and organisational reputation.
- Produce assignment-based evidence of applying friendliness principles in workplace or simulated contexts.
The QualCert International Certificate in Service Quality – Friendliness is designed for individuals and organisations who want to strengthen the role of friendliness as a core element of customer service. It is ideal for those seeking to enhance their professional credibility, improve customer satisfaction, and embed positive, people-focused behaviours into their service culture.
Customer Service Professionals
- Front-line staff aiming to improve customer interactions through friendliness.
- Individuals handling diverse customer needs and expectations.
- Professionals seeking to build trust and loyalty through positive service behaviours.
- Staff looking to formalise their skills with an internationally recognised qualification.
- Employees motivated to enhance customer satisfaction and retention.
Supervisors and Managers
- Team leaders responsible for guiding service delivery teams.
- Managers ensuring friendliness is embedded into organisational policies and practices.
- Professionals tasked with balancing efficiency and customer care.
- Leaders aiming to strengthen staff training in customer-focused behaviours.
- Supervisors who want to improve long-term service outcomes.
Business and Organisational Staff
- Employees working in administration, compliance, or customer support roles.
- Staff ensuring processes remain customer-centred and approachable.
- Professionals supporting organisational reputation and credibility.
- Individuals tasked with monitoring and improving service quality standards.
- Workers aiming to align with UK professional benchmarks.
Career Changers and Aspiring Professionals
- Individuals seeking to enter the customer service or business sector.
- Career changers looking to gain a recognised qualification in service quality.
- Learners aiming to build foundational knowledge in friendliness and customer care.
- Those preparing for roles in customer-facing industries.
- People motivated to enhance employability with practical, people-focused skills.
Organisations and Training Providers
- Companies aiming to upskill their workforce in customer service friendliness.
- Training providers seeking to deliver friendliness-focused qualifications.
- Organisations committed to embedding friendliness in service culture.
- Employers looking to improve compliance and customer satisfaction.
- Institutions aiming to strengthen long-term resilience and competitiveness.
By bringing together learners from diverse professional backgrounds, this qualification ensures that friendliness becomes a consistent and valued part of service delivery. Whether you are working directly with customers, leading teams, or shaping organisational policies, the programme equips you with the tools to embed friendliness as a standard practice that drives loyalty, trust, and long-term success. The QualCert International Certificate in Service Quality – Friendliness is more than just a qualification; it is a commitment to raising service standards and delivering customer experiences that leave a lasting positive impression.